Incorrect login detailsYour account is permanently bannedYour account has been placed under a protective block for security reasons. Please contact support.Your account has been deletedYou have reached the limit of authorised attemptsYour account name has been blacklistedThis Ankama account is protected by the Authenticator.

The Secret Question and Answer is meant to be absolutely the most secure piece of information you have about your account, information that would allow you to recover your account even if you lost control of everything else. This means that Ankama Support has to take extra steps to ensure that the actual account-holder is requesting it (and not, for example, someone who stole the account).

This topic is three years old, and the answer to your question was already given in the post immediately above yours (by a much younger version of me, no less). Your question is also answered in the Problems and Solutions FAQ topic.